Air India has uploaded denied boarding and flight delay provisions to its Citizen Charter: DGCA

NEW DELHI: The Directorate-General for Civil Aviation (DGCA) says Air India has uploaded the “provisions on denied boarding, flight delays (and others)” in its Citizen Charter.
The regulator this Tuesday (June 14) had fined AI Rs 10 lakh for violating denied boarding rules and ordered her to “immediately put systems in place to deal with the problem, otherwise further action will be taken”.
“AI has uploaded provisions on denied boarding and flight delays to its charter,” said a senior DGCA official.
Regarding denied boarding, AI Charter says: “If the number of passengers who have been given confirmed bookings for travel on the flight and who have reported in time for the flight is greater than the number of seats available, an airline must first ask volunteers to giving up their seats…in exchange for benefits/facilities…provided the airports in question have special check-in facilities/gate areas that make it convenient for the airline.”
A passenger who is in possession of a confirmed ticket and has reached the airport on time must be compensated for denied boarding if the alternative flight takes longer than one hour of the originally booked flight.
For flight cancellations notified to passengers up to 24 hours before departure time, AI says it will arrange an alternative flight/refund acceptable to the passenger. Passengers who are not notified of flight cancellations will be compensated between Rs 5,000 and Rs 10,000.
However, “no financial compensation will be paid to passengers who fail to provide appropriate contact information (email ID or phone number) at the time of booking,” the charter reads.
The rules for compensating passengers in the event of flight delays and lost luggage are also set out.

Sybil Alvarez

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